AWS CONNECT ADMINISTRATOR

VRINDA INTERNATIONAL; Chennai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Vrinda International is seeking an AWS Connect Administrator to lead design, implementation, and optimization of our contact center infrastructure in Chennai. You will ensure seamless integration of omnichannel platforms with enterprise systems to drive efficiency and customer experience.

The ideal candidate has deep cloud telephony expertise, hands-on Lambda and Lex development, and experience with Salesforce, ServiceNow, and multiple WFM tools to support scalable, high-availability operations.

Qualifications

• 6–8 years of IT services experience with a focus on contact centers.
• Advanced proficiency in Amazon Connect architecture, including Lambda and Lex.
• Experience integrating contact centers with Salesforce, ServiceNow, and other enterprise tools.
• Strong CloudWatch, IAM security knowledge and cloud troubleshooting ability.
• Hands-on with multiple contact center platforms (Genesys, Five9, NICE, CXone).
• Ability to design scalable, high-volume engagement solutions.

Responsibilities

• Architect and maintain Amazon Connect environments, including routing, queues, and contact flows.
• Integrate contact centers with Salesforce, ServiceNow, and other CRM platforms.
• Develop and deploy serverless automation using AWS Lambda and Amazon Lex.
• Monitor performance with CloudWatch and ensure high uptime.
• Manage IAM policies to secure access to contact center resources.
• Collaborate to optimize staffing with advanced WFM tools.
• Support migration of legacy telephony systems (Genesys, Five9, NICE, CXone).

Skills

Amazon Connect

AWS Lambda

Amazon Lex

Salesforce integration

ServiceNow integration

WFM platforms

CloudWatch

IAM security

Multi-vendor integration

Enterprise integration

Tools

Salesforce

ServiceNow

Genesys

Five9

NICE

CXone

Job description

Summary

We are seeking a highly skilled AWS Connect Administrator to lead the design, implementation, and optimization of our contact center infrastructure. This pivotal role ensures the seamless integration of omnichannel communication platforms with enterprise systems, driving operational efficiency and enhancing customer experience. The ideal candidate will leverage deep expertise in cloud telephony and workforce management to support a dynamic IT Services environment, ensuring high availability and scalability for critical business operations.

Responsibilities

• Architect and maintain Amazon Connect environments, including the configuration of routing, queues, and contact flows to meet evolving business needs.
• Integrate contact center solutions with core business applications such as Salesforce, ServiceNow, and other CRM platforms to streamline data flow and agent workflows.
• Develop and deploy serverless automation using AWS Lambda and Amazon Lex to create intelligent, self-service customer interactions.
• Monitor system performance and reliability through CloudWatch, implementing proactive measures to maintain optimal uptime and resolve incidents swiftly.
• Manage Identity and Access Management (IAM) policies to ensure strict security compliance and control access to sensitive contact center resources.
• Collaborate with stakeholders to analyze workforce metrics and optimize staffing strategies using advanced WFM tools.
• Support the migration and maintenance of legacy telephony systems, including Genesys, Five9, NICE, and CXone, to ensure smooth transitions and interoperability.

Requirements

• Possess 6-8 years of professional experience within the IT Services sector, with a strong focus on contact center technologies.
• Demonstrate advanced proficiency in Amazon Connect architecture, including the deployment of AWS Lambda functions and Amazon Lex bots.
• Show proven expertise in integrating contact centers with enterprise tools like Salesforce, ServiceNow, and various WFM platforms.
• Hold a solid understanding of CloudWatch monitoring, IAM security protocols, and the ability to troubleshoot complex cloud infrastructure issues.
• Bring hands-on experience with multiple contact center solutions, including Genesys, Five9, NICE, and CXone, to facilitate multi-vendor environments.
• Exhibit the ability to design scalable solutions that align with industry standards for high-volume customer engagement.